Robbers Retentions: Loyalty? (Rogers)

[cctw]

did the plan start last thursday or on your next bill cycle??

you can cancel and tell them to change back to what you had before the new plan..

[saucywoman]

rogers has been really shitty the last couple of weeks. I upgraded my plan and have been trying to get a new phone. I asked for the white bb 9700 and they sent the black one instead because the white was out of stock (which the rep neglected to tell me at the time I ordered). I was told for the inconvenience of sending the wrong one and misinforming me I would be given a $50 credit (after I bitched for a bit). I called in yesterday regarding my bill and find out that the rep who said I'd get $50 credit only gave me $25 but that the new rep would give me a $10 credit on my account for the next three months. Also I was told free data for 3 months, I don't see that on the bill AND I refused the phone last wed because of it not being the one I ordered and it's still not back on my account, so a week later and I still don't have my phone. Tomorrow it will have been two weeks since I ordered it.

[MarkyMark]

Called them today and got some bitch who really didn't help at all. Told them I couldn't afford 70 bucks a month anymore and she comes back with 67 bucks.
Posted via RS Mobile

[drakeD]

How long does it take for a phone to be shipped to your house? Retention said 3-5 business days. Its business day 6 today. Should I call in? BTW they said I was not allowed to pick up the phone at any rogers stores because I got the plan and phone from retentions.

[A-Dev]

who wants to call in for me? I'm paying 95 bucks a month on a plan that from the looks of it i should only be paying 40. fml.

Plus i'm a horrible negotiator.

[MarkyMark]

So I called back and got a dude this time, and he was pretty good to work with

250 daytime
Unlimited evenings and weekends at 6
Unlimited text/picture messaging
Call id/visual voicemail
6gb data
59.xx after taxes

Before I was paying 70 a month with only 500mb of data. Definitely not as good as other people here but whenever you can add 6gb of data and pay 11 bucks less a month you can't be too unhappy I guess lol
Posted via RS Mobile

[xpl0sive]

you should be able to get unlimited incoming or unlimited network calling for that price too

[MarkyMark]

Yeah well that wasn't a big sticking point for me cause I use about 130 daytime minutes a month, but it'll be something to bargain for next time for sure
Posted via RS Mobile

[Speed2K]

Originally Posted by Culverin

*rage*

so I've called up rogers...


Last Monday
Called them, punched in the "to change or cancel your plan" extension to try and squeeze them for a better plan, they offered me a crap plan in the mid $70s
Obviously, it turned it down, neither of us seemed to budge, I couldn't really seem to figure out how to drag on the conversation any longer, so resignedly, I told them I'm quitting and then hung up.

Thursday, I called again.
Transfered from 1 person, to somebody who I thought was in retentions.
He was quite courteous and eloquent, I explain my situation, longer time rogers customer, looking to upgrade, no android 2.2 phones, need data, and increased usage and I wanted to keep my caller ID and rogers to rogers.
He played along and said he'll try to figure something out, went on hold, came back and said what I'm asking is too far from what he can give me, then said I had to get transferred again.

an HOUR later (still thursday),
Somebody picks up (i thought they all went home for the day).
This guy was brown as f*ck. I could barely understand him, he kept blabbering really fast.
There was a lot of give and take, I had to re-explain to him what I was looking for, and why I wanted to leave rogers, and that the previous rep said they would try and give me a better deal and I would at least hear them out.
So I thought things were looking up.
He quoted me a bunch of complicated plans, with "options", stuff like unlimited everything and other things, the rate he worked out was once again in the mid $70's, but this time the plans sounded a lot better.
I told him that was still far more than I could afford, so we started working his way down, and I told him that some of what he quoted was stuff I didn't need.

He quoted a final plan that sounded like this:
200 Daytime
Unlimited evenings after 6, and weekends.
Unlimited Network (what used to be rogers to rogers).
Unlimited incoming calls.
2500 texts
Caller ID, Voice Mail
6gb of data.

My target was $50, that's what some of my other friends have gotten.
Their deals were a little better, one got also got 250 daytime, another got 300 daytime. Both got 100 longdistance minutes as well.

This worked out to be $60, but the guy threw in a $5 credit.
Sure it's a little worse than my friends, but I figured it's as good as I'll be able to push them.
I was pretty sick of dealing with them as this point.

I told them, I'm not too thrilled, but I'm willing to settle for this.
Rep says, he'll go away for a bit, (log it?) and fill in the details.


So out of the plan, I really needed the Free Network and Unlimited Incoming, that way, I wouldn't need to watch my minutes as 90% of my friends and family are on rogers or fido.



Checking my plan on the internet login, it seems that those 2 things were NOT logged.
A little confused, I called up rogers customer service, and chatted to one of their sh*t tier reps, asked them what's up with this and can they look into it for me? I asked very nicely.
They they came back and said they checked the log and that I was offered those things and turned them down, and they if I wanted them, I would have to go to a much more expensive Talk plan.
Pissed off, and not knowing what to do I hung up.

WTF.
I got screwed.


Yes, I admit that it's probably my fault for not

1. not playing harder ball initially.
2. not having the brown rep repeat my exact plan.

So now what?
I'm so freaking angry I'm on the verge of just calling them up and quitting.
Sure, I'll be getting a worse plan @ the other carriers, but I'm frankly really sick of rogers.


What do I do now?
Will they budge at all?
Will I get dinged that "cancellation fee"? Is it even legally binding? Cause Injury Waivers on skitrips aren't legally binding, but are weighted in court.

Please advise RS, you're my only hope

Lol, they screwed up my plan too, I need to call tmrw to get it fixed up. Do you have a reference number for the call with the rep? If so, you probably have some leverage as the calls are supposedly recorded! Ask that a manager listen to the recording and to give you what you agreed to.

Also, no need to bring the race of the rep into the equation as it is pretty irrelevant.

[cctw]

Originally Posted by Speed2K

Lol, they screwed up my plan too, I need to call tmrw to get it fixed up. Do you have a reference number for the call with the rep? If so, you probably have some leverage as the calls are supposedly recorded! Ask that a manager listen to the recording and to give you what you agreed to.

Also, no need to bring the race of the rep into the equation as it is pretty irrelevant.

i've tried a million times to get the manager to listen to the recorded calls...they always give the bs that the calls are recorded for training purposes only and that they dont have access to the recorded calls..

so that route doesnt really work

[Culverin]

Well, being super pissed off, i gave them another call back today.
This was around 6pm. Not even sure if retentions is still working @ that hour, but what the heck, what do I have to lose but time?

I honestly don't remember what i punched in, but I think it was the "change or modify plan" button. (2nd or 3rd one?)


I was on hold for about 10-15 minutes.
The girl sounded rather cheerful, so despite being pissed off about my plan, I decided to play along and be nice too.

I told her the truth, and that I had recently called in to resign my contract, and update my plan. I told her that "I think" the other rep logged our conversation incorrectly.

I told her that I logged into the Rogers website and looked over my plan, and that everything is in there correctly, except it looks like 1 thing was missing, that being my rogers-to-rogers.
I told her that this was on my previous contract and was very important to me. I then explained that despite stressing that to the rep who did the plan upgrade, it's ended up missing. That may have been a bit of embellishment, but not stretching too far.

This is where you normally get transferred to your 2nd rep, then maybe a 3rd in retentions. This didn't happen at all and I was quite surprised.

I wasn't forceful or anything, but I guess I was firm in my positive reinforcement that everything was ok except the network calling (formerly rogers to rogers).

She put me on hold for a brief couple of seconds, pulled up my plan.
When she came back on, she said getting my rogers to rogers back wasn't a problem.
She then hit the wrong button on her phone, and put me on hold again, the music just went on briefly, but she apologized.
I guess with my account on the screen, she was nice and just out of the blue offered me an extra $5 data credit per month.
I'm like wow, this is like an actual customer service rep that properly works to keep the customers, not the horrible crap I've put up with all of my previous calls I have ever had.

(WTF? How the hell does this work? How come last time I called, I got hit with a brickwall of, you are wrong, and the rep didn't offer you that? And this time, it's like "oh sure, I can do that"?)
I think it would be hilarious to get our hands on the Rogers Customer Helpline/Retentions training manual. Should be a good read?

Anyways, I thanked her a lot and said that was "awesome".
More than I expected, and how she was much nicer than the past 2 crappy reps I got.

I asked if I could quickly just run down the list of what's in my plan so that she could confirm it was on her end as well. And just asking for a brief billing summary (hoping I wouldn't get dinged on anything weird).
I just quickly listed off what I saw on the myrogers login. Thinking this would be a good reinforcement for it getting all punched in correct.

She seemed quite happy that:
1. I checked their website for my account info. Apparently nobody does that. (it's like IT people getting bitchy when people don't know computer basics? And how they are super helpful to us half-decent power users?)
2. That I politely asked for her confirmation that rogers to rogers was now renamed to network calling including fido.


Anywhooo. $50 + fee + tax.
I'm a happy camper.


Long story short.
I didn't get what I want.
I called and called again.
Eventually, I got a rep that wasn't playing hardball.
I matched her niceness.
Feigned just a little innocent ignorance, enough for her to want to help me get it right.
And walked away happy.


Soooo....
FREAKING HELL ROGERS.
What's with the inconsistencies?
All you've done is trained your consumer-base to not trust you and to artificially burden your call center with needless calls.
Now, the next time I don't get what I want, I'll just keep calling back every few days.

[akira112]

My current plan, anything else other than switching from the SAF to the GRRF?

250/Unlimited Eve/Wkds Plan 20.00
Savings: $5 Data Discount -5.00
Early Evening/Weekend 6pm 0.00
Value Pack 10.00
Data Service Plan 6GB 30.00
Tethering Access 0.00
9-1-1 Emergency Access Fee 0.75
System Access Fee 6.95
Other charges and credits
Savings: Monthly Plan Credit 3 Yr -15.00
.............
Total before taxes: $50.43
HST (862395381) 6.05
Total for Wireless: $56.48

[MarkyMark]

It really depends who you get when you call. Some are willing to help you out a lot more than other reps
Posted via RS Mobile

[JLC]

You should be able to get unlimited incoming and network calling added to that for around the same price...

Keep trying!

Originally Posted by akira112

My current plan, anything else other than switching from the SAF to the GRRF?

250/Unlimited Eve/Wkds Plan 20.00
Savings: $5 Data Discount -5.00
Early Evening/Weekend 6pm 0.00
Value Pack 10.00
Data Service Plan 6GB 30.00
Tethering Access 0.00
9-1-1 Emergency Access Fee 0.75
System Access Fee 6.95
Other charges and credits
Savings: Monthly Plan Credit 3 Yr -15.00
.............
Total before taxes: $50.43
HST (862395381) 6.05
Total for Wireless: $56.48

[!Yaminashi]

Originally Posted by MarkyMark

It really depends who you get when you call. Some are willing to help you out a lot more than other reps
Posted via RS Mobile

This is true. Although i think it also depends on what you're asking for.

I remember one time I called in just for fun to see what I could get, unlimited incoming was on my list of wants and i made up some bullshit about a buddy in class having this super awesome plan and how he was getting more for less than me. At first she was pretty firm on not really giving in, but I somehow cornered her and she ended up giving me unlimited incoming.

After i hung up the phone I took a deep breath and thought something smelled funny in the house. So I walked around a bit to find out what it was..




...then I noticed it was just the sweet sweet smell of victory

[cctw]

soooo...after like 6 calls hahah...well each time asking abt sth else and then shifting to the talk of a 6gb data plan..the rep finally gave way and got me a good plan

200 mins weekday + unlimited evening and weekends @6pm $17.50
caller id voicemail 2500 text $10
network calling $0 credited
incoming calls $0 credited
6gb smartphone data with APN3CON on it $30
$15 monthly plan credits
so total is $42.50 + grrf + taxes = $50.49...

now next mission is to call in to get a data credit..and i'll be satisfied!

[DanHibiki]

Originally Posted by cctw

soooo...after like 6 calls hahah...well each time asking abt sth else and then shifting to the talk of a 6gb data plan..the rep finally gave way and got me a good plan

200 mins weekday + unlimited evening and weekends @6pm $17.50
caller id voicemail 2500 text $10
network calling $0 credited
incoming calls $0 credited
6gb smartphone data with APN3CON on it $30
$15 monthly plan credits
so total is $42.50 + grrf + taxes = $50.49...

now next mission is to call in to get a data credit..and i'll be satisfied!

Please please elaborate on how you got that. Was your contract over already before signing this one?

[cctw]

^no..just renewed my contract a few months ago...but i only had 500mb of data back then on the smartphone combo plan..

i wanted the 6gb..but 5/6 reps said my credits couldnt be transferred..I originally had $20 in monthly plan credits..

finally when I called in friday an upgraded to iphone 4 on my parents line..this lady from vancouver was nice and said I could keep $15 of the credits if I transferred to the $17.50 plan..so I took it...and also she wouldnt give me network calling but would give rogers to rogers..

so I called back today and told the guy the bulk of my minutes is from network calling and it'd be nice if I could get that back and he's like alright
only thing was I couldn't get $5 data credit on the 6gb data cos he said it was already discounted..so I didnt wanna push it too much since i got the network calling already

I guess the main thing you have to focus on is to get the $15 in monthly plan credits as the reps are pretty reluctant in giving credits on the $17.50 plan now cos they say its heavily discounted with the 6pm unlimited evenings included..

if you can get them to give you the $15 credit...everything else is a breeze..they're more willing to give the unlimited incoming and rogers to rogers..you might have to try a bit for the network calling..

and I'm sure you could probably get an extra 100 daytime minutes if you told them you go over a bit...(back it up with a few overage charges on previous bills)....i couldn't think of a way to get bonus minutes cos with network calling and incoming i only use 20 daytime mins a month...

but yea..your ideal ideal price should be around $45 tax in with extra $5 credit off data and 100 bonus minutes...

[CanadaGoose]

Not for my cellphone (done that already) but now have a 10GB/month retention plan for my Rocket Stick mobile internet, $50/mo. + fees and taxes (was originally paying $35/mo. + fees and taxes for the 500mb flex plan)

The best part, I'm only on the 2nd month of my contract for it, the first month of which was free lol

[Graeme S]

When you guys call in, do you go through *611, or do you cal the 1-8xx number? I gotta call in to try and negotiate a better deal. Sigh.

[!Yaminashi]

I always use the 1-8xx number

[Graeme S]

Has anyone managed to get discounts on a new line while calling in to retentions? I called in to customer service today just to see how they'd react to me stressing them about costs, and buddy said "there's no way to discount a new activation". I'm thinking maybe if I don't tell them it's for someone else, and that it's just a second line for me?

Thoughts?

[hchang]

^ I think its worth a negotiation to tell them that you've been with Rogers for x amount of years and now need to use a second line for yourself. But you're just calling them to compare the pricing because Telus/Bell offered you a deal.

I'm sure there has to be a way to get something cheap right off the bat, especially since you're already a Rogers Customer. If they don't take that opportunity to have you as a customer for another line, they'd just be losing revenue.

[cctw]

Originally Posted by Graeme S

Has anyone managed to get discounts on a new line while calling in to retentions? I called in to customer service today just to see how they'd react to me stressing them about costs, and buddy said "there's no way to discount a new activation". I'm thinking maybe if I don't tell them it's for someone else, and that it's just a second line for me?

Thoughts?

if ur opening a new line on the same account i think they may give you a retention plan

[saveth]

Originally Posted by Yaminashi

I always use the 1-8xx number

I thought they don't have a direct line to retentions anymore. This whole time I've used 611 and had to wait on hold twice. What's the direct lines number?
Posted via RS Mobile